Brian N. Pinkney

ad3nuj@r.postjobfree.com • 408-***-****

linkedin.com/in/bnpinkney/

Sparks, NV 89436, US

Director – Technical Support

Enabling the achievement of full business potential through comprehensive IT technical support leadership.

Results-oriented and analytical Technical Support Management Professional with substantial experience deploying, integrating, and maintaining system, troubleshooting network resources, evaluating technical alternatives, and recommending solutions to enhance system performance across technical support organizations. Proven record of success meeting new product goals, driving supportability improvements, building and leading high performing global teams, and streamlining processes to improve incident workflow and develop new mechanisms for customer support. Demonstrated expertise in technical support, including entitlement, frontline and backline support, escalations, and sustaining teams. Developed deep knowledge of metrics required to measure productivity of each area and contributions to overall team objectives. Dedicated to achieve customer/user satisfaction along with develop strategic customer-focused initiatives to resolve complex customers issues within dynamic environments. Strong communication skills combined with distinctive ability to build robust relationships with product group, consulting, and field teams to drive customer satisfaction into product and support processes, achieving challenging business goals.

Areas of Expertise

●Strategic Planning & Execution

●Team Building & Leadership

●Critical Metrics Analysis

●Supportability Analysis

●Technical Support & Guidance

●Installation & Configuration

●Knowledge Management

●Gainsight

●Process Improvement

●Budget Administration

●IT Infrastructure Supervision

●System Integration & Specification

●Change Management

●Relationship Building

●Client Satisfaction & Retention

●Exceptional CSAT

●Salesforce Administration

●Problem Identification & Resolution

Notable Accomplishments

●Built and led support teams servicing a variety of different industries and customer types with the overall philosophy of providing the right information, quicky – “Good answers, Fast!”

●Developed robust supportability programs to drive three key areas to improve customer experience, Training, Knowledgebase and product improvement

●Deployed and administered multiple CRM systems to capture customer information, monitor KPIs and drive SLA adherence.

●Pivotal in developing and managing a portfolio of services, marketed at business units.

●Built a career development methodology to help team members track and grow their careers in support and in other parts of the organization.

●Developed proactive escalations program to prevent customer dissatisfaction leveraging data gathered by support and from other teams such as Sales and Customer Success

Career Experience

MealTicket, Boise, ID January 2023 – October 2023

Director, Technical Support Operations

Tasked with modernizing and merging disparate support teams after a merger. Responsibilities included establishments of Tier 1 and Tier 2 support organizations. Refreshed all key performance indicators and established proper goals and objectives for all team members. Scoped and led discovery to build a customer facing support portal. Focused on improvements to SLA adherence by identifying process improvement opportunities.

●Increased data quality working with Customer Success to increase % of known contacts by 85%

●Deployed a Customer Satisfaction survey program including not only scores on surveys but also follow up program

●Refreshed 2 different CRM systems to support more useful metrics gathering to drive team performance and product improvement

●Revamped knowledge management process to allow for tracking of important information and shared with development

●Built new escalation processes from Support to Development including CRM integration.

●Creation of product specialists to increase engineer effectiveness, reduce training costs and increase customer satisfaction

●Work with cross functional teams in account management, Customer Success and Escalations to provide timely issue resolution

●Built Career Development program to help employees plan movement in their careers leading to high satisfaction

PriceSpider, Irvine, CA June 2021 – March 2022

Senior Director, Global Customer Support

Led the Customer Support organization for the SaaS based consumer conversion products. Responsibilities included all aspects of Tier 1 and Tier 2 support organizations. Established set of key performance indicators and established proper goals and objectives for all team members. Rebuilt Tier 2 team including proper onboarding and proper documentation and development of training program to support growth. Focused on improvements to SLA adherence by identifying process improvement opportunities.

●Decreased Tier 2 backlog by 50%, leveraging a variety of teams including Development, Contractors and FTE

●Deployed a Customer Satisfaction survey program including not only scores on surveys but also follow up program

●Improved SLA Adherence for FRT by 20+% points through a refinement of initial response methodology

●Provided Soft Skills training for Tier 1 agents to provide consistent responses to customers

●Expanded online portal and transitioned customers from blended case creation to 100% online submission

●Built Career Development program to help employees plan movement in their careers leading to high satisfaction

Exabeam, Foster City, CA Mar 2019 – July 2020

Director of Customer Support, Americas

Determine proper teams and paths as focal points of contact for onboarding new product capabilities. Develop forecasting models to project headcount needs into the future for budget conversations. Established dashboards for individuals to manage their own work and presented executive leadership with team status. Provided unparalleled level of customer service and satisfaction through the development and implementation of a customer satisfaction program. Identified and resolved issues in collaboration with peers in services engineering by building SaaS support components. Ensured adherence to processes by creating a case audit framework. Led and organized a global team of remote employees to support various initiatives worldwide.

●Decreased specific support issues by 50% through pipeline development to improve product.

●Directed a team to streamline day-to-day operations by drafting Support Engineers handbook and CRM usage guide.

●Enhanced team’s response time to cases by 75% by developing automation.

Microsoft, Redmond WA Apr 2015 – Mar 2019

Support Engineering Manager

Supported Azure based products (LogicApps, MSFlow) and on premise products via teams’ management. Assumed accountable for mapping and adapting revolution support processes to CSS tools and processes. Conducted training sessions to support field resources in enhancing skills to develop products. Led and ensured the successful transformation of legacy customers to correct support channels. Equipped new engineers with expertise to drive impact across regions by overseeing global collaboration training programs. Developed skills to move through technical progression by spearheading employee development programs.

●Built and sustained strong collaboration with teams to reduce time cases resolution.

●Delivered top-flight customer service that improved customer satisfaction by 25%.

Revolution Analytics, Mountain View, CA – Acquired by Microsoft Jan 2013 – Apr 2015

Global Technical Support Manager

Provided pre- and post-sales technical support to customers, including data scientists, IT professionals, and students using our scalable distribution to R programming language. Led and encouraged technical support and product teams to resolve issues by monitoring proof of concepts for field teams. Managed customer inquiries via new CRM technologies, promoting knowledge base and developing community programs. Maximized contributions and improved reuse quality by conducting knowledge management programs. Focus on strong data hygiene to ease analysis. Aligned processes with customer needs by leading SaaS support team. Controlled support budget and positioned as key point of contact for financial decisions.

●Built a team from ground up and established processes, enabling the company to efficiently sell a product with support.

●Created new revenue streams through the development of enterprise and free support tiers.

Yahoo! Inc., Sunnyvale CA Feb 2010 – Aug 2011

Manager, Service Engineering and Support

Provided technical support for search and search related products by directing a team of Tier 4 Support Engineers. Coordinated with customer advocacy teams and operations teams to address advanced customer facing issues. Developed intercompany escalation path for search related issues, including copyright and legal issues with the collaboration of internal partners and Microsoft representatives. Captured 3 new product support opportunities and developed methodology for future product opportunities. Enhanced documentation efforts on team to transform all documented solutions into end user consumable content.

●Managed and realized the adequate transition from an internal group to external customer value delivery entity.

●Partnered with a team during Yahoo! Search transition to Microsoft backend, providing configuration support, documentation and QA services.

●Developed an intercompany escalation path for search related issues, including copyright and legal issues with the coordination with internal partners and Microsoft representatives.

VMware Inc., Palo Alto CA Jan 2008 – Nov 2009

Manager, Enterprise Technical Support

Managing an enterprise storage virtualization technologies team including tracking and reporting of key performance indicators such as Time to Resolution, Idle Time, Service Level adherence and Customer Satisfaction and Loyalty, Coaching for improved performance and personal development areas. Provided guidance to Support Engineers daily to meet the goals of the team and the organization. Coordinated with peer groups to provide coverage for other teams during meetings and other planned and unplanned events.

Key Contributions:

●Creating Customer Satisfaction recognition program which increased employee morale and raised average customer satisfaction scores from 8.5 to 9.0 over a 6-month period.

●Developing KPI for schedule adherence, reducing abandoned calls from more than 15% to less than 8%

●Reducing average case backlog by 50%, from an average of more than 30 open cases to 15 by prioritizing workload based on analysis of Seibel metrics

Education

Bachelor of Science: Business Administration

San Jose State University, San Jose, CA

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